Duration of employment
FULLTIME
Job Location
Tầng 22, tòa nhà Flemington, 182 Lê Đại Hành, P.15, Q11, TP. HCM
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Date posted
07/07/2021

Position: HCM - Customer Success Team Leader

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Position
HCM - Customer Success Team Leader
About us
  • Established in 2016, FireGroup Technology JSC is a tech company that specializes in web-app solutions for running the business on e-commerce platforms. FireGroup has now become the leading web-app provider, especially on both Shopify and AliExpress platforms.
  • Our mission is to solve challenges & problems in the global E-commerce market by using technologies. We are looking for new members who dare to think big and grow bigger.
Responsibilities
  • – Ensure agent adherence to policies for attendance, established procedures etc.
  • – Be responsible for leading the Customer Success team, conducting one on ones with other team members, analyzing churn and usage data and developing best practices for our customers.
  • – Prepare monthly/annual results and performance reports
  • – Develop training documents that support success operations
  • – Answer questions from team members, motivate and encourage agents through positive communication and feedback
  • – Devise and/or recommend ways to optimize procedures
  • – Work closely with Customer Support team in to solve problems collaboratively
  • – Keep management and internal departments informed on issues and problems
Requirements
  • – An enthusiastic, energetic, sales oriented and proactive person who works well in a fast-paced, dynamic team environment.
  • – Tech-savvy and eager to learn about technology products
  • – Experience in selling/communicating functionality and how this functionality adds value to organizations.
  • – Experience in onboarding customer organizations and maintaining those relationships throughout the customer lifecycle
  • – 5+ years of customer success experience, with at least 2 years as a Senior Customer Success Executive in Saas organizations.
  • – Healthy command of English (listening, reading, writing, reading)
  • – Good presentation skills
  • – Have knowledge about e-commerce and B2B
  • – Interpersonal, listening skills
  • – Strong written/verbal communication skills
  • – Data collection and ordering
  • – Stress tolerance
  • – Able to work during weekends and holidays
Benefits
  • – Have opportunity to work with overseas clients, mostly US, Canada and European countries
  • – Join the dynamic, young and friendly projects team
  • – Attend products/technical training before working with clients directly
  • – Possible career path with many opening roles within company
  • + Customer Success Manager
  • + Switching to the technical field as Associate Product Manager
  • – Attractive salary based on skill and experience
  • – Annual salary review
  • – Additional bonus performance-based bonus in addition to 13-month bonus
  • – All insurances according to Vietnamese Labor law
  • – Free coffee, tea, candy.
  • – Happy events: kick off, birthday, moon party
  • – Technical seminar in the company
  • – Support for all sports activities: Football, Yoga, Badminton
  • – Company trip in every summer, annual year-end party, team building
Contacts
Please contact Recruitment team via [email protected] or (028) 222 999 89. Thank you very much.